Job Description

We have a great opportunity for a Customer Advisor Advanced to join the Sales & Billing team within the Income department at United Utilities in Whitehaven. This is a 6-month contract role initially with a view to being extended and permanent roles potentially available. As a Customer Advisor Advanced, you’ll deliver a high quality, end to end service for billing integrity and billing query resolution. The role requires problem solving and case management of billing issues, applying policy and procedure to ensure that the right outcome for the customer and UU is achieved.

You will be responsible for providing the highest levels of customer satisfaction and service at each customer contact, as well as this, you will:

  • Own a customer contact from receipt through to resolution, ensuring promised actions are completed and the customer is kept up to date at all times.
  • Gather customer data to ensure UU’s records are complete.
  • Any customer living in vulnerable circumstances should be offered to register for our free Priority Services scheme, plus ask for their consent for us to share their Priority Services’ data.
  • Investigate a customer query through to resolution including any impact on debt and cash and to the customer’s satisfaction.
  • Explore options and methods of debt reduction with customers.
  • Explore options of payment methods with customers.
  • Strive for telephone resolution first time.
  • Escalate to Team Leaders where it doesn’t feel it is the right outcome for the customer.
  • Deal with our more complex Back Office work i.e. high measured bill; splits and Mergers, refunds, surface water queries, new builds, Priority Services.
  • Proactively contact customers based on their interactions and feedback on UU’s automated systems.

    • This is a key role to the business as you will be responsible for speaking directly with customers to collect cash payments using effective negotiation techniques. You will have a specific focus on Void (empty property) accounts to assist UU as they work towards targets on this water industry outcome delivery incentive.

    What you’ll need

    Ideal candidates will have excellent communication skills both written and verbal and be confident, assertive and proactive. Your great negotiation skills will be vital in this role, along with attention to detail and resilience. You will be able to perform role with integrity, sensitivity and empathy. You will need to have working experience of Microsoft Office applications and excellent team working skills as you’ll be dealing professionally with internal and external colleagues across all levels.

    Working Hours

    This is a full-time role working 37 hours per week.

    You will initially work Monday – Friday 9am – 5pm for an extended period of time and will be given notice before you move onto a more flexible shift pattern including weekend work.

    This is a temporary role for 6 months to start 7th November 2022

    IMPORTANT INFO:

    Should your application be successful, and you are offered the role, a number of pre-employment checks need to be carried out before your appointment can be confirmed. Any assignment offer with our client will be subject to a satisfactory checking report from the Disclosure Barring Service and a Credit Check.

    This temporary vacancy is being advertised by Rullion Ltd (Inside IR35)

    Since 1978, Rullion has been securing exceptional candidates for a range of clients; from large well-known brands, to SMEs and start-ups. As a family-owned business, Rullion’s approach is credible and honest, focused on building long-lasting relationships with both clients and candidates.

    Rullion is a forward-thinking recruitment company that specialises in providing a wide range of talent consultancy services to a diverse client base; from small start-ups to large household names.

    We celebrate and support diversity and are committed to ensuring equal opportunities for both employees and applicants. NMorris